The player from Berlin has been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hasn’t been received yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
Brazino777 Casino - Player’s winnings haven’t been received yet.
Amount: €2,400
Brazino777 Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello
i deposited 200 euros at brazino casino on 8/1/2022 for a 100 percent bonus after i received a promo email for this 100 percent bonus (Monday Boost Bonus)
After successful implementation, I was able to pay out 2600 euros. However, these were canceled without informing me and I received my deposit of 200 euros back
in the live chat i received the information that german players have been excluded for some time and that i can only pay out my deposit of 200 euros.
I was never informed that German players were no longer allowed to play at Brazino and I paid in 200 euros week after week for this Monday bonus without winning anything.
I also received promo emails non-stop and week after week, although German players were excluded
In this respect, I should also be entitled to a refund of the other deposits with which I could not win anything and at no time was there a chance of winning
I couldn't find any information in the terms and conditions that German players were excluded.
at the time of registration at brazino about six months ago, german players were still allowed.
i am fully verified at this casino and it is not my first withdrawal
At the beginning of April I was able to successfully pay out a profit of 2620 euros with this Monday Boost Bonus without any problems
from the beginning of april to the beginning of august i deposited 200 euros every single week for this monday boost bonus without being able to win anything (over 3000 euros)
Now on August 1st, 2022 I was finally able to win something again and I only get my deposit back and what about all the deposits before where I made it I demand everything back if I never had a chance to win anything else would then be fraud otherwise
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1 year ago
Dear bernd30,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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1 year ago
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i am not waiting for a payout my prize was wrongly cancelled
didn't you read the complaint?
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1 year ago
Thank you for your reply, bernd30. I apologize, the message was automatically generated based on your answers to questions while submitting the complaint.
Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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1 year ago
Translation
there is no communication between me and the casino.
I have emailed the casino asking for clarification but they have not responded
live chat just told me that german players have been banned for some time
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1 year ago
das casino hat mir ein statement geschickt:
Good afternoon, dear Customer!
We apologize for the late reply.
You registered on the website at a time when we were still able to accept players from Germany. Unfortunately the conditions have changed in the middle of April. If the customer did not see any warnings, the option to track and block the account is available on the withdrawal tab.
Unfortunately, your account will be blocked after the withdrawal.
We would like to continue our friendship, but we are restricted by licensing regulations.
We wish you all the best!
Sincerely, Brazino777 team
ich sehe keine Begründung warum mein gewinn storniert wurde
aber die einzahlung von 200 euro darf ich noch auszahlen
wie grosszügig
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1 year ago
Could you please advise how are you able to access the website? The casino website seems to be blocked for German IP addresses:
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1 year ago
Translation
at https://brazino777.com/en I can access brazino normally without a vpn.
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1 year ago
Translation
the casino has now given me back all my deposits since mid-april, totaling over 3700 euros, and i have already been able to successfully pay out everything to my account
case is closed
Many Thanks
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1 year ago
Awesome news, bernd30. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
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